Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Was told by manufacture to file this complaint with the dealer Carports and more. Made a deposit on a carport for ******. Was told that day it would be 6 weeks before they would install. I agreed to that. That was 10/08/21 . Called the manufacture and was told it was in the line. That was December. Would like to get my deposit back and cancel the entire order.
Business response
04/06/2022
There are several misstatements in Mr. ****** complaint. First he didn't sign his contract until Oct 13th 2021. Second he was informed that no time frame would be given due to the price of the unit. Third, there is a specific process for cancelling an order which was not followed.
We had no contact with ************** until after he filed the complaint.
This complaint should be dropped. False complaints like this should be removed and we will deal with him directly. In addition to the screenshots below we have a ************************************************************************************************************** his complaint.Customer response
04/07/2022
I am rejecting this response because: First deposit was paid on on 10/8/2021 according to receipt. Contract was signed on 10/11/2021. so I paid ****** before I signed the contract. Time frame of 6 weeks was given verbally. **** from Carports and More called on 3/30/2022 claiming I never contacted him which I have proof that I did. I called the number on 4/7/2022 that **** called from and no answer. Cant deal with carports and more directly if they don't answer the phone.Business response
04/28/2022
**************,
Ive worked hard to resolve this issue and you will be getting your deposit back, however your BBB complaint was very specific about when you were told you would receive the unit. Ive invested hours to find out what happened. The sales call is long and I can understand if you dont want to take the time to listen to it, so below is a recap of the call. I know youre a busy man, but please take the time to listen to the call. If you cant listen to the whole call at least listen to the sections, Ive outlined below.
The phone number you called that started with "336" was Carolina ********************** not ours. The only communication you had with us other than the sales call was a "Chat" via the website in late January and your question was answered. You were given a direct email address to contact the representative that sold you your unit. You never sent any communication to his email before filing your complaint. The next communication was when you returned our call regarding the complaint.
I urge you to listen to the recording I sent you, however if you can't or won't the recap is below.
SALES CALL RECAP:
At 2:25 you were told that the earliest you would see it was 6 weeks, but because it was under $5000 it was considered a filler on a load and does not have an ending time frame.
At 5:28 you were reminded again about the time frame in which you responded, so It may be a year from now before I get it.
At 8:08 again the extended time frame was discussed.
At 9:44 you said you were in on it. You were then told if youre in on it you in it for the long haul
At 26:48 you jokingly said, well you say this thing will be installed tomorrow which the representative jokingly said, Oh Sure and then reminded you again that there was no time frame on orders under $5000.
It was explained five times that there was no time frame. We at no time said it would be delivered in six weeks. Again I sent you a copy of the phone call. Please listen to it. The rule about no time frame for orders under $5000.00 is Carolina ********************** rule, not ours.
Please tell me how we could have made it clearer that no specific time frame for delivery could be given.
We will be sending you some information to sign next week so your refund can be processed. Ill let you know when its sent.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.